What are ethical practices for building rapport when ALL your contact
What are thical practices for rapport building when all your contact is by phone? There is a certain level of trust that is established by being face to face with someone that we as enrollment counselors for our out of state, online students don't have an opportunity to receive. It removes the elements of how your desk looks and how you are dressed and places the positive first impression on voice or communication.
We spend so much more time reflecting with our students so we know that we are on the same page. At the same time we must cover the information without boring the student!
Joralee,
Thank you for sharing your best practices for building rapport on the phone! These are excellent tips!
Elizabeth Wheeler
Here are some points that I apply when engaging in telephone conversations that I think I got positive feedbacks, mostly:
Open call with the smile. A smile can be heard, such as 'a smiling voice.' Caller will subconsciously appreciate it, since it sounds welcoming and relaxing.
Start the conversation with a 'warm up.' This could be 'how is your day so far?' or 'how is the weather you are today? Better than here, I hope!' Most people will respond to you in a friendly manner and it helps to relax you and your caller by 'breaking the ice.'
Listen well. Avoid distractions and allow yourself to concentrate on your caller and his conversation.
Show empathy with your caller by using phrases such as: 'I understand what you mean, 'I understand what you would think this way.'
Be yourself and relax. If you are uptight or trying to be someone, you are not, it will act as a barrier.
Be friendly. It is possible to remain professional and courteous and still be friendly. Show interest in your caller's conversation.
In conclusion, your personality, mood, and energy reflect even if you are over the phone.
ethical rapports give you the permission to ask questions to the prospective students, guide them, and veirfy if the program that you 're offering is what the student is interesting in.
